If you did not receive a specific error message, such as “Invalid Birth Date,” most likely your incomplete enrollment is due to a credit card decline on the initial load amount. This can occur because of an error in your billing address or there are not enough funds on your fund card account. If your address is correct, we recommend that you contact your funding card issuer.
Receiving your UPside card can take up to 10 business days. If it has been longer than that period, your card may have been lost in the mail or you will need to verify more information on your enrollment. Please email us at
cs@upsidecard.com and we will be able to research your issue further.
Yes, you can request expedited shipping within 24 hours of your initial enrollment by emailing us at
cs@upsidecard.com. There is a $15 expedited shipping fee that will be applied to the card balance.
Your teen/parent received an email at the given email address with their unique enrollment code to complete the enrollment. If this email has been lost, please contact us at
cs@upsidecard.com and we will provide you with a new one.
You must enroll for a second card using the Companion Card enrollment on your online card account only. You cannot enroll for another card as a primary card with a separate card account balance.
In order to set up your bank account for loads, you will need to do two things:
1. Fax/Send the Bank Account Authorization Form (BAAF) located on the right-side menu of your online account at
www.upsideaccount.com and we will verify your details with your bank. This only needs to be done once.
2. Enter your same details to your online account by selecting "Manage Payment Methods."
You may initiate a load once you have entered your details online, but it will not complete until we have verified your details. The first load can take up to 7-10 days, depending on when we get the BAAF. Subsequent loads will take 3-5 days.
There are typically four reasons why a credit card load will not complete:
1. Your credit card is being declined by your funding card issuer due to insufficient funds. Please contact your funding card issuer to resolve this issue.
2. Your funding card information has changed (i.e. you received a new card in the mail). You can change your funding source from you online account (expiration date only). If you have a new card, you can remove the old funding source and wait 30 days to add the new one.
3. Your billing address information is incorrect. Please verify your address information with the most recent funding card statement to assure that all details are identical.
4. You are requesting a load greater than $150/load, $300/day or $1000/calendar month.
Every UPside plan has free value loads from linked bank accounts (i.e. the parent bank account linked to the
www.upsideaccount.com website). Our UPside Life, Edge and Access plans have free bank account loads from external bank accounts as well (i.e. employer or friends).
You can set up a direct deposit with your employer by giving them your unique direct deposit banking details. These are located on the cardholder online account at
www.upsidecard.com by selecting “View My Direct Deposit Details” in the Fund My UPside Card window after you have logged in. You can either print out the details (a voided check is included) or email them.
In order to activate your card please call the number located on the back of your card. You will need your Customer Service Access Code. This code is the last four digits of the parent SSN or the cardholder’s if you are on the 18+ Life plan. Teens on Edge, Access, and Clear created their 4-digit code when they created their online account.
We recommend that you suspend your card immediately. You can do this from your online account. You can then contact customer service by calling 866-845-6273 (you will need your 16-digit UPside card number to call) or contact us by email at
cs@upsidecard.com. We can then mark your card lost/stolen and send you a new one.
If you do not have enough funds on your card balance to withdraw your requested amount from an ATM, you will be charged a $2 ATM decline fee. We recommend that you check your card balance first, either directly at the ATM or by logging into your online account from you mobile at
wap.upsidecard.com.
In order to dispute a transaction, we recommend that you first speak with the merchant to conduct a refund. If they are unable to help you, please call 866-845-6273 to speak with a live agent to dispute your transaction.
Gas stations authorize a larger transaction amount to verify that you have enough funds to cover a typical full tank of gas. This amount will be corrected once we receive the final batch amount from the merchant, which can take up to 7 days. This unfortunately locks those funds on your account. We recommend in the future that you pay for your gas inside the station and not at the pump to assure that this larger authorization does not occur.
Restaurants authorize a larger transaction amount to verify that you have enough funds to cover your meal plus tip. This amount will be corrected once we receive the final batch amount from the merchant, which can take up to 7 days. This unfortunately locks those funds on your account.
If you have UPside Life, Edge or Access plans, your ATM withdrawal request could have been declined due to the following:
1. Insufficient funds
2. Over 3 requests made in a 24-hour period
3. Greater amount requested for withdrawal ($400/request, $500/24 hours)
You can get cash back at POS up to $60/transaction or up to 15 cash back transaction/month. Your purchase must be equal to or greater than the amount you are requesting for cash back.
Please contact our Risk Team at 866-305-6236 M-F 7am-5:30pm EST to verify your account.
In order to change plans, you will need to do the following:
1. Log into your online account at
www.upsideaccount.com
2. Re-register your teen for your desired plan by selecting "Sign Up New Cardholder." A new card will ship.
3. Email us when you receive the card and we will transfer all funds to the new card and close the old one
Go to
www.upsideaccount.com once you have received your card and click “Create my username/password” from the splash page. You will need:
1. Your 16-digit UPside card number
2. The 3-digit CVV2 number located on the back of the UPside card
3. Your DOB
4. Your SSN
Your teen received an email with his/her unique complete enrollment code. If his/she has lost this email, please email us at
cs@upsidecard.com and we will give you a new one. Once he/she has the code, simply go to
www.upsidecard.com and select “I have an enrollment code.”
Please verify that you are using the correct username and password (please note that after three failed attempt, your account will lock for 24 hours). If you have lost your username or password, you can use the “Lost username/password” function on the login screen. As a parent, if you are getting an error message that you account cannot be recognize, please try the “Create Username/Password” function, as you may have not yet created your online account.
For Edge, Access and Clear accounts, parents can change your mailing address by logging into their online card account and editing the profile, or by contacting customer service at 1-866-845-6273. Please note that teens on Edge, Access or Clear plans cannot change their address, only the parent can. Life cardholders must call customer service at 1-866-845-6273. There is a 90 day locked address period from the date of activation for all plans – you cannot change your address during this period.
Go to https://wap.upsidecard.com with your cell phone browser. You will be asked to enter your username and password as if you were logging in from a computer. Your cell phone may memorize your user name, so that you won't have to type it again the next time you access the site.
You must receive and activate your primary card before you enroll for a second card. Once you’ve done so, a new window will appear on your online account to enroll for a second card.
If you already had a second card that you closed, you must wait 30 days after closing the card to enroll for a new companion card. After 30 days, a new window will appear on your online account to enroll for a companion card.
The Direct Deposit details are the same for both cards. He/She will need to get the Direct Deposit details on the online account by selecting “View My Direct Deposit Details” and give them to his/her employer.
Reward points can take up to 15 days to appear on your account. If it has been longer, please contact us at
cs@upsidecard.com with details of the transaction you made. Please note that online purchases made at retailers through the UPside Mall are eligible for reward points, not by shopping at the physical store.